Here's a good case study in Inside Knowledge Magazine, by my friend Debbie Lawley, on introducing KM to support call centres in Orange.
The focus was on the creation of Communities of Practice of call centre coaches, to share good practices and lessons on call centre coaching. Debbie gives an example of the benefits that this brings.
"The KM team could point to a steady increase in the customer satisfaction figures in the months after the community system was put in place, increasing from 69 per cent to 76 per cent. This was a remarkable achievement in such a short space of time and primarily attributed, in the company, to the change in coaching style".